MedLab Solutions receives hundreds of support requests daily, ranging from test result inquiries to billing questions. Managing these tickets was a significant challenge, often leading to delayed responses and dissatisfied customers. With Deskhero's ticket management and kanban board features, the company has been able to streamline their support process, ensuring timely responses.
The advanced AI capabilities of Deskhero have been particularly beneficial. Leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, Deskhero provides suggested replies to customer queries. This feature has drastically reduced the time taken to respond to tickets, improving overall customer satisfaction.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information quickly. Whether it's a specific policy or a past ticket, the comprehensive search bar powered by AI ensures that the required data is just a few clicks away.
MedLab Solutions has also utilized Deskhero's custom fields and user groups features to categorize tickets and assign them to the appropriate teams. This has further streamlined the support process, ensuring that tickets are handled by the right people in a timely manner.
Overall, Deskhero's advanced AI capabilities have transformed MedLab Solutions' customer support, improving efficiency and customer satisfaction.
How does Deskhero's AI suggest replies to customer queries?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals. It uses this data to generate suggested replies to customer queries, reducing response time.
How does Deskhero's AI enhance search results?
Deskhero's AI uses OpenAI Embeddings to improve the accuracy of search results. It takes into account previous tickets, knowledge base articles, and uploaded files to provide the most relevant search results.
How has Deskhero improved the ticket management process?
Deskhero's ticket management and kanban board features allow for efficient categorization and tracking of support tickets. Coupled with AI-powered suggested replies and enhanced search, it ensures timely and accurate responses to customer queries.
* This article provides an example of how a fictive company in the Medical Laboratories industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
